As a Senior Technical Solutions Consultant, you'll play a key role on our Global Support team, helping customers solve complex technical challenges across CaptivateIQ's platform. You'll take ownership of challenging issues involving calculations, configuration, data modeling, integrations, and product functionality. You will work closely with customers and internal teams to identify root causes and deliver effective, lasting solutions. You'll serve as a technical resource for your peers, mentor other consultants, identify recurring product and process challenges, and partner with Engineering and Product to drive improvements.
We're looking for someone who combines strong technical and analytical skills with excellent communication, sound judgment, and a genuine interest in helping customers succeed.
Responsibilities
- Develop deep expertise in CaptivateIQ's platform, data structures, and calculation capabilities to effectively troubleshoot complex issues and help customers get the most out of the product.
- Own and resolve complex customer issues that require in-depth technical investigation, root cause analysis, and collaboration across teams to deliver effective, lasting solutions.
- Apply advanced technical expertise to evaluate customer data models, calculation logic, and data flows, identifying configuration gaps, dependencies, and inconsistencies that impact calculation accuracy and expected outcomes.
- Clearly communicate technical issues, investigation progress, and resolutions to customers and internal teams, adapting the level of detail to the audience.
- Partner with Product, Engineering, and Customer Success to identify recurring technical issues, share customer feedback, and drive improvements that prevent problems from recurring.
- Lead or significantly contribute to initiatives that enhance support processes, tools, internal documentation, and knowledge sharing to ensure team scalability and efficiency.
- Work a scheduled shift aligned with European, US Eastern, or US Pacific business hours as part of our global Support team. Shift assignments may vary based on team coverage needs.
- Participate in an on-call rotation to provide after-hours support, ensuring timely resolution of critical issues and maintaining system uptime.
Requirements
- 5+ years of experience in a technical, customer-facing role working with B2B SaaS applications, particularly those involving data modeling, complex calculations, formulas, reporting, or configurable business logic. Experience with tools such as Anaplan, Power BI, Excel, SQL, or similar data-driven platforms is a plus.
- Hands-on experience working with complex datasets, including data structures, joins, unions, and transformations, with the ability to use analytical and AI-assisted tools to investigate discrepancies and troubleshoot data issues.
- Proficiency in Excel or similar spreadsheet tools, including advanced formulas, data manipulation, lookups, and working with large datasets from multiple sources.
- Excellent analytical and problem-solving skills, with the ability to break down complex issues, identify patterns, and work through unfamiliar technical challenges independently.
- Strong written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and colleagues with varying levels of technical expertise.
- Experience collaborating cross-functionally to improve processes, tools, or customer experience.
Preferred Qualifications
- Experience with enterprise SaaS platforms involving complex calculations, data modeling, or business planning, such as CaptivateIQ, Anaplan, Pigment, Xactly, Varicent, SAP Commissions, or similar.
- Background in financial modeling, business analytics, revenue operations, or other roles involving complex data and calculation logic.
- Familiarity with Python, JavaScript, or AI-assisted tools for automating analysis, troubleshooting, or validating data.
- Experience with business intelligence and data visualization tools such as Power BI, Tableau, or similar platforms.
Additional Information
CaptivateIQ works with a third-party Employer of Record to handle compliance, payroll, and, as applicable, benefits on our behalf.
